Customer Service Representative

About the role

The Customer Service Representative acts as the first point of contact for clients, handling inbound and outbound calls as well as online inquiries. The role focuses on delivering high‑quality service, resolving routine issues, and ensuring customer satisfaction in line with contractual KPIs.

Key responsibilities

• Deliver service that meets or exceeds agreed KPIs.
• Clarify customer requirements, probe for understanding and use decision‑support tools to provide appropriate resolutions.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Greet customers courteously and professionally following established procedures.
• Maintain basic knowledge of client products and services.
• Prepare accurate work records and correctly annotate accounts.
• Participate in initiatives aimed at improving customer satisfaction and business performance.
• Offer additional products or services where appropriate.
• Track, document and retrieve information in the call‑tracking database.
• Refer complex inquiries to published materials, secondary sources or senior staff.

Required profile

• Graduate or undergraduate degree in any discipline (requirements may vary).
• 0‑3 years of relevant customer‑service experience.
• Strong customer‑service orientation with courteous communication.
• Excellent computer navigation skills and general PC knowledge.
• Dependable, detail‑oriented and able to multitask in a fast‑paced environment.
• Ability to work both independently and as part of a team.
• Patience and professionalism in all customer interactions.
• Willingness to rotate shifts as needed.

Required skills